No refund received

I have cancelled my booking on bookings.com that had the option for free cancelation. A large amount was deducted as partial payment. I have requested the refund multiple times via email and have called the office as well. The lady at the switchboard tells you that that the person working on refunds is working remotely due to covid and cannot be reached via telephone only via e mail. Their is no acknowledgement email received or any correspondence stating the email was received or when the money will be paid back.

Looking at the previous complaints of a similar nature, this company seems to be doing this to multiple people and definitely do not deserve the rating they have on bookings.com.

Very unprofessional to no service. Really dissapointing for a big establishment.